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Bayview Hotel Georgetown Penang - Internship Video

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Bayview Hotel Georgetown Full Report.docx

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PUBLIC HOLIDAY (NUZUL QURAN)

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PUBLIC HOLIDAY (WESAK DAY)

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OFF DAY

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- This is my last day of Industrial Training in Bayview Hotel.

- So as usual, i need to help the staff to tidy up the room.

- I would like to thanks all the staff from Housekeeping Department for helping me out during the training.

- Hope to see all of them again.

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- For today task, i must make sure all the kit in the toilet is well prepared.

- This is because, there are many booking for check in the hotel.

- So we must make sure the toilet is clean and the carpet need to be vacuum.

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- For today task, i need to check in each room if theres any missing coffee cup or broken cup that need to be replace.

- If there is broken glass in in house guest, we need to charge them for broken.

- So we need to tell the front office to charge the guest.

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- Today i have been asked to help the staff to tidy up at 16th floor.

- So i need to properly clean up the toilet, because the in house guest is stay around 1 month at the hotel

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PUBLIC HOLIDAY (ELECTION DAY)

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PUBLIC HOLIDAY (ELECTION DAY)

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PUBLIC HOLIDAY (ELECTION DAY)

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OFF DAY

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- Today is a usual day. I just need to do a sprint cleaning before start to tidy up the in house guest room.

- All the rubbish must be throw out and change the plastic in dustbin.

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- For today, i have been asked to make sure all the door in bathroom is clean from watermark.

- All the door in bathroom need to be wipe out with a towel.

- For a checkout room, i need to clean it properly

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- Today, i must go to each floor staircase to check whether it is need to be clean or not.

- Luckily, theres only a few stair that need to be wipe all the dirty and throw the rubbish out.

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- For today, there is a training to all the staff on how to do a proper bed making.

- The supervisor choose a vacant room and do a short training.

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- For today, i help the staff to tidy up the room on 16th floor.

- This is the highest floor and expensive room in these hotel.

- So i have to make sure the room cleanliness is perfect according to SOP.

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- For today, i have been aslked to check the in house guest bathtub if there any dirt.

- The in house guest usually check in around 3 weeks onward.

- So for tidy up the room, i need to make sure the bath tub is clean.

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OFF DAY

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- For today, i have been asked to help my supervisor to bring up all the mineral water to level 9.

- This is because, there only a few box left in the pantry.

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- For today, i have been assigned to do a sprint cleaning on all the room corridor.

- This is because, there are many dust and watermark everywhere.

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- For today, all the in house guest wants to change their bath towel.

- So we having a difficult to give it because we only have limited towel in the trolley.

- So we just tell the guest that we will come and give the towel around 20 minutes after tidy up their room.

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- For today, i help the staff to ready for VIP room.

- So we need to properly clean the room. The room need to be full of kit and scrub all in the toilet.

- For this room, i need to put hand and face towel. All kit must be put and arrange properly in the toilet.

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- For today sprint cleaning, i need to vacuum all the room that is on vacant.

- This is because, there will be a dust in the room and it needs to be clean.

- All the dust on the table also need to be wipe out.

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- For today, i need to make sure all the vacant room is already full with the kit in the toilet.

- This is because for upcoming week, there will be many guest to check in the hotel.

- If the room do not have enough kit, i will go and top up.

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OFF DAY

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- For today, i just need to do a sprint cleaning as usual

- Also i need to help around 2 staff and mostly they have many check out room today

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- Today, i help a staff that have many in house guest on the floor.

- So for cleaning process, we just simply do the bed sheet and top up the kits in the toilet.

- So we must make sure that, the toilet roll is change. This is because the guest was using it mostly daily.

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- For today, i have been asked to refill or top up all the kit and coffee in the pantry for each staff that i helped

- This is because, to make sure all the goods are available when we do a room cleaning.

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- For today task, i need to check each guest room if there still have nescafe and clean coffee cup in the room.

- If there only one nescafe, i need to fill up the remaining.

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- Today is usual day from previous day.

- I have been assigned to help around 3 staff on this day.

- First of all, we need to do a sprint cleaning in each of the corridor and then tidy up the room.

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- Today, i have been teach by the supervisor on how to properly clean the toilet basin.

- This is the most important part that need to be clean before guest check in.

- The toilet basin need to be flush everytime we clean the toilet.

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OFF DAY

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- Today we got a complain about the dirty bathtub in guest room.

- So i have been assigned to clean the bathtub.

- The procedure is to scrub the bathtub with a shampoo, then wipe out with a clean bath towel

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- For today, there are many check out room that need to be clean.

- So, we face a problem that is lack of bath towel and hand towel.

- So after the linen staff come and top up the towel, we need to fill up the remaining bath towel in the toilet.

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OFF DAY

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OFF DAY (Labour Day

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- For today, there is many arrival from group guest.

- So we have been asked to do a sprint cleaning on vacant room and also top up remaining kit in the toilet.

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MC (Fever)

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- For today, while cleaning the room. the guest already put the green card on their bed.

- Whenever the guest place the green card on their bed, it is mean that they dont want to change the bed sheet and pillow case

- Also we must check in the bathtub if there is a towel that need to be change.

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- Today is usual as other day. I helped the staff to tidy up the room.

- After helping the staff, i need to mop all room corridor at West wing.

- This cleaning need to be done once a month.

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- For today, i need to vacuum in front of each elevator at all level.

- This cleaning need to be done once a month.

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- Today, i helped my supervisor to take the mineral water into pantry at level 9

- So the total box that need to be arrange is around 90 box.

- All the staff will take the box and it will last for around 3 weeks.

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- For today, the occupancy rate is low. So theres only a few check out room that need to be clean.

- So i have been assigned to wipe out all the dirt in each stairs in the hotel

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- For today, i need to do a sprint cleaning before tidy up the room.

- I need to wipe out all the dirt in hotel corridor .

- The sprint cleaning is must do at least once a week.

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- Today, the supervisor teach me on how to properly clean the toilet

- First of all, we need to scrub all the surface such as wash basin, toilet seat and bathtub.

- After that, use a towel to wipe out all the surface that have been scrub.

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OFF DAY

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- Before we start the cleaning process, we need to prepare our trolley.

- So this is the pantry and all the equipment is ready in here.

- We must make sure all kit is fill up on the trolley before start the work

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- In each room in the hotel, we must prepare the coffee cup and also all the 3 in 1 nescafe.

- So today, i have been teach on how to arrange the coffee cup.

- Before arrange the coffee cup, i must wash it if the guest already use the cup

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- For today, they teach me on how to fold the face towel perfectly.

- In each room we need to put either hand towel or face towel.

- For face towel, we need to put it in tumbler

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- For today i have been teach on how to arrange all the kit in the toilet.

- For most of the room, there will be shower cap, sanitary kit, vanity kit, toothbrush and shaver.

- Also we need to put shower gel and shampoo

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- This is my first day in House Keeping Department.

- In this department, all the trainee will be the helper for permanent staff.

- So for today, i have been assigned to help two staff and they have teach me on how to tidy up the room.

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OFF DAY

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- This is the last day in Front Office department.

- So, my task is to prepare a room card for each room in the hotel.

- Before we prepare the card, we need to fill the details such as how many days they check in the hotel.

- After all the card have been prepared, i will give to reception for check in process

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- For today, i have been teach on how to check room availability,

- As an operator, we need to know this. It is because the guest will asked about the availability of the room.

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- For today, mostly the guest want to ask about the room availability and price.

- So this is the price list for each room in the hotel.

- If the customer want to book a room, I need to write all the information and give it to reception

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- This is the guide to make a morning call.

- All the operator who work in evening shift will need to do the morning call

- The reception will give the list of room for morning call and it needs to be done before end of the shift.

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- So this is the file that contain all guest detail that arrive on the date.

- So my task is to make sure the file is up to date.

- The reservation staff will give all the printed detail then i will arrange it in the file.

- On the date that arrive, i need to give this file to reception for reference

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- Today is my first day of working in the evening shift.

- So the first task i need to do is wake up call

- The wake up call is very important especially the guest that come in group.

- This wake up call is consider as alarm for them.

-All the detail of wake up call is printed and must be attach in wake up call book

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OFF DAY

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- For today i have been teach to learn on how to do a wake up call

- This is because upcoming week i will be working in evening shift. And i need to do a wake up call

- So in this book, there are all instruction to do the wake up call.

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- For today is a normal working day. I just have to make sure the operator printer is not jam.

- I also must make sure all the envelope and key card be prepared for reception.

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- This is the example of key card in Bayview Hotel Georgetown.

- So as operator, i also need to prepare a key card for upcoming guest.

- After i write all the details in the card, I must make sure tu put the prepaid wifi in the key card.

- So this key card must be given to the reception for checking.

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- This is the price list for room availability in Bayview Hotel Georgetown.

- As an operator i need to have this price list. This is because, whenever guest ask for a price, we can simply tell the price without transfer the call to reservation.

- All the price is stated in nett. so it is more easier for guest to know

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- For today, i need to prepare an envelope for guest that come in group.

- So i just need to take a small envelope and write down the group names.

- All this envelope will be given to reception person in charge.

- As operator, i just need to prepare this envelope to them.

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- As a operator, we need to make sure the operator printer can run smoothly.

- The printer is very important because it print out all the details from outside call and morning call.

- So for today, i need to make sure, the paper is not jam while printing

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OFF DAY

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- Today i have been given a operator guide book.

- In this book, there is many information for operator. So i need to learn it.

- The most important thing to remember is to do a morning call. But this is for Permanent staff only. For trainee we just read this to understand what the actual work for operator.

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- For today, i have been asked to prepare a book for morning call.

- The staff from reservation just asked me to copy the timeline a day before and write for next day.

- All the information will be write in this book.

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- Today, i have been given the id and also password for this computer.

- In this computer there is all information about guest in the hotel.

- So i need to check up the guest availablety in the hotel.

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- For today, I have been asked to prepare a Key card for upcoming guest on 30 March.

- So in the key card, we must write down the name and also the check in/Out date.

- Furthermore, a wifi receipt must be put in the card also

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- For today, i need to prepare an envelope for upcoming guest on 29 March.

- This envelope need to be done at least a day before the guest arrive.

- In the envelope also, we must put a wifi receipt for the guest

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- Today i am in new department that is Front Office.

- In this department, i have been assigned to become an operator for front office.

- For today, i have learned about how to properly greet the guest on phone and also take note the number.

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MC (Fever

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OFF

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- Today is my last day in the Coffee House. For today i work as usual.

- On today also, there is reservation for liunch around 130 pax.

- As always, i must take care of section C in the coffee house.

- I have learned a lot during 1 month in the coffee house. Thanks to all senior staff and supervisor for guiding me in the coffee house.

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- For today, it is usual morning breakfast in the coffee house.

- We only have to clear the plate and also wipe the table for next guest.

- There also have reservation during lunch hour. But the guest only 32 pax.

- All the work is working very smoothly.

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- For today, there is no reservation for lunch.

- Only the walk in guest that came here today.

- So for today, the staff need to prepare for food testing for dinner

- So i only help senior staff to prepare the table setting.

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- For today in secret alley, i must prepare a trolley for cleaning purpose.

- It is different from inside coffee house. Usually we will collect empty plate after the guest leave the table.

- All the food at secret alley must be paid first before eat.

- There are also chicken soup and it is free for guest to eat

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- This week is my last week in Coffee House department.

- So for today, i have been assigned to take care of secret alley during lunch hour.

- For today, i learned on how to setup the food and table in secret alley.

- I also must prepare 3 cup of ice tea and 2 cup of ice coffee.

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- Today is sunday, and today we have "brunch" for lunch hour.

- For today, only around 30 pax for brunch.

- So we manage to finish all the set up and clearing earlier

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- For today, theres only few reservation during lunch hour.

- But, the coffee house have a dinner tonight.

- So during lunch hour after the guest leave the table, we must immediately set the table for dinner.

- In the picture below, this is the setup for dinner tonight and all the food is being serve by the staff

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OFF DAY

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- Today during breakfast period, there is a toy left on the table.

- So following the procedure in this coffee house, anything goods left in the coffee house must be record as lost & found item.

- Eventhough the thing is only a toy, we cannot simply bring it home.

- After 3 month or less, if the good is not redeem, we may either throw it away or just keep it.

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- For today, as usual all this week we have full reservation during lunch.

- Mostly the buffet setup is the same and only the food that change.

- For this day, i have been in charge to take care of section C in the coffee house.

- So my task is to clear all the plate and also top up the warm water.

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- For today, we have a many reservation for lunch hour.

- Around 100 pax for lunch today. So for the special table in section B, there is a 'Dome' style.

- In the tray, there is food and the guest can easily take the food. The tray can be rotate.

- The senior staff just put the rice for the guest and clean the plate.

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- Today, for lunch our coffee house has a reservation.

- For today lunch, it is below 20 pax. So we do a 'Hidang' style

- For this, we need to serve the guest. All the food are serve on the table.

- We just need to fill the rice forguest only.

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- For today, there is special day in a week.

- The Coffee house has a 'Brunch' on every sunday.

- The special of this brunch is there is more food provide for the guest.

- For today brunch, there are 63 pax

- My task today is to make sure all the empty plate is bring into the steward and also top up the warm water for the guest.

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- For today, there is another room service during lunch hour.

- So, today i have learn on how to set the food tray for 'Beef Burger'

- So basically, in the tray we must put the tomato and chilli sauce.

- Next is to put the Table fork and knife. Also dont forget to put salt and pepper plus extra tissue.

- So for this guest, she asked to bill the food into room charge. So i just need her to sign the receipt only

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- Today, ive been asked to do a room service.

- The room service in coffee house, usually is to send food that have been ordered to guest room.

- So for today, the guest ordered Char kuay Tiaw and she want to pay cash.

- So before i go for room service, i must bring the receipt and balance. This is to make the service more easier.

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- For today, there is reservation for lunch hour. There is around 162 pax.

- So after the breakfast period, i have been asked to clear all the plate in section C and also setup the table for the guest.

- During lunch hour, i have been assigned to take care of section C that is to clear all the plate and top up the warm water

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- Today is a busy day. For breakfast hour, we have around 500 guest come starting from 6 am.

- Then for lunch hour, we have around 162 pax. So on this busy day, we must work on teamwork.

- I have been assigned to look around on section C in the coffee house. Together with one staff, we will help to clean and set the table for next guest.

- Overall, all the staff were doing a great job and there is no negative comment from the guest.

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- For today as usual, there is reservation for lunch hour.

- For today reservation, there is 95 pax to be prepared.

- So, all the staff must setup the table for 95 pax before lunch hour.

- For today, i must take care of section C in the Coffee House. There is around 23 pax.

- So i must be alert to clean the plate and also top up the warm water for guest.

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- This is consider as cumpolsary task everyday before going back.

- Around 2pm there will be one staff to do a 'Floor Check'

- The reason of floor check is to collect the food tray that is order from room service.

- There are 16 level in Bayview hotel.

- So for today, i have been asked to do a floor check. The pattern of checking is start from level 16 until level 6 only.

- Then all the food tray must be sent to steward for cleaning.

- All the record must be write in the room service book.

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OFF DAY (FEVER)

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OFF DAY

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- For today, we have a reservation for lunch,

- So for lunch today, the coffee house decided to use a buffet style. This is more easier than ala carte.

- All the task have been assigned to all the staff.

- For me, i in charge in pouring the water and also cleaning the plate.

- I've also must set the table if the guest have leaving the table. This is to prepare for next guest